As with all matters in business, knowledge is power and the ace in Glady’s hand is its ability to efficiently deliver a wide variety of essential customer information to the airline representative. According to Ansanelli, Gladly’s technology will allow JetBlue crew members to see the complete history of a customer’s interactions with the airline across all mediums of communication.

It’s a feature not available under JetBlue’s existing customer service system.

Currently, a customer’s interactions are siloed within each particular means of communications. For instance, the team on the phone can’t see the interactions a customer has had with representatives on Twitter, Littleford said.

“The goal is to give these amazing crew members enough information so that in about five seconds they can have enough understanding of who this customer is so they can engage with them on a much more personal level,” Ansanelli explained. ”